Complaint policy

To receive support regarding complaints about orders that encounter issues or risks, by reading the regulations below, customers agree that CamboCargo has full authority to act on their behalf in communicating and filing complaints with the supplier.

1. Timing for Submission, Receipt, and Processing of Complaints

• Complaint Submission Period: Within 3 days (72 hours) from the time the order status changes to “Delivered to Customer.”

• The “Delivered to Customer” status is determined by the system when cambocargo.com sends the notification that the order has been received.

• Information Submission: Customers may contact the Customer Service representative assisting them or use the complaint function on the website.

• Tracking Complaint Progress: Customers can log into their account and select “Complaint Management” to track progress.

2. Compensation Policy

• Customers Using the Inspection Service:

  • We compensate for the product value and purchase fees for items confirmed to be missing due to CamboCargo’s error.

  • Compensation or negotiation applies for items purchased incorrectly based on customer requirements.

• Goods Lost Due to CamboCargo’s Fault:

  • We compensate for the value of lost goods and any related service fees.

• Goods Damaged During Transport with Wooden Packaging Service:

  • We compensate for the damage and packaging fees if the damage occurs due to CamboCargo not following the customer’s specified packaging requirements.

  • We may negotiate compensation or sharing in cases of unavoidable damage during transit.

• Fragile Items Without Wooden Packaging Service:

  • Customers bear all risks of damage.

3. Support for Complaints Outside Service Commitments

• Complaints Outside CamboCargo’s Service Scope:

  • For complaints related to supplier errors, violations of trading terms (on supplier websites), or orders not using the inspection service, we will provide maximum support but cannot guarantee refunds or replacements, as this depends on the supplier.

• Damaged Goods Due to Supplier Error:

  • CamboCargo will file complaints with the supplier and request remediation for the customer.

  • For fragile or easily damaged items, we recommend choosing the wooden packaging service to minimize risk.

  • If the supplier confirms an error and agrees to refund, CamboCargo will directly transfer the amount to the customer. If the supplier does not confirm or refuses, CamboCargo is not responsible for refunds.

  • If the supplier agrees to exchange the goods, CamboCargo will assist the customer in contacting the shipping provider for return. Return shipping costs are borne by the customer. CamboCargo does not provide China-to-Cambodia shipping for returns.

• Electronic Products:

  • CamboCargo handles complaints regarding cracks or breakage. We do not handle complaints related to functionality, component details, warranty, or product quality.

  • Customers should refer directly to the supplier for warranty policies. CamboCargo can facilitate communication but is not responsible for the warranty.

Customer Responsibility:

• Customers must file complaints directly with the supplier when:

  • Prior agreements exist with the supplier regarding the product,

  • The inspection service was not used, or

  • Other similar conditions.

Additional Notes:

• If an order is out of stock or insufficient at the time of purchase, your payment will be refunded according to the order.

• If incorrect attributes (color, size, type, etc.) are selected, CamboCargo is not responsible for returns.

• For deliveries without the inspection service, we do not check supplier packaging; goods are delivered as-is. Customers are responsible for checking quantities. CamboCargo will assist in filing complaints to the supplier for missing items.

• The inspection service helps check quantity, color, and size printed on products.

  • For accessory items (price under 10 CNY), CamboCargo only checks quantity, not color, size, or damage; complaints other than missing quantity will not be accepted.

  • For electronics or machinery, CamboCargo does not guarantee inspection of functionality or product specifications.

4. Suspension of Services

CamboCargo reserves the right to unilaterally refuse service and block customer accounts in the following cases without prior notice:

• Using CamboCargo information or services for purposes outside the intended service or without approval.

• Any fraudulent actions in transactions, including false shortage claims, payment forgery, improper complaints, or other scams.

• Posting or providing false information to damage CamboCargo’s reputation.

• Registering fake accounts or repeatedly spamming orders, affecting order processing speed.

• Using offensive language, rude behavior, or harassing CamboCargo staff.

• Making unreasonable requests beyond CamboCargo’s management scope or misrepresenting the nature of the service.